Assessment on Attitudes of Employees and Customers towards Electronic Banking System in Commercial Bank of Ethiopia: A Case Study on Hamle 19 Branch

Abstract

This study aimed to examine the attitudes of employees and customers towards electronic banking in the commercial bank of Ethiopia. The study was conducted based on the data gathered from the employees and customers of Commercial Bank of Ethiopia. Mixed research approach was employed to answer the research questions that emerged through the review of existing literature and the experience of the researcher with respect to the E-banking system. The descriptive statistics such as tables, frequencies and percentages were used to analyze the data obtained from the survey questionnaire. From the analysis of collected data, the finding showed that ATM, Mobile Banking, Internet Banking and POS were the major e-banking technology used in Commercial Bank of Ethiopia. In accordance with the result of this study, respondents had good perception towards the benefits of e-banking such as: E-banking is the best means to reduce customer overload, best way of achieving vision, eliminates time constraint, and better managing of finance transactions. The findings of the study also shows the respondents’ attitudes that frequent network failure, lack of awareness on the benefit of E- Banking, high rate of illiteracy, and resistance of customers to accept new E-banking technology were problems of E- Banking. Based on these, it was recommended that the bank should localize languages for his customers; familiarize its customers with the process and benefit of the system. A suggestion was also made for the government to invest on the telecommunication infrastructure to overcome the problem of network and power interruption.